IS Service Adoption and Consumption Lead

Take your next career step at ABB with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future. At ABB, we have the clear goal of driving diversity and inclusion across all dimensions: gender, LGBTQ+, abilities, ethnicity and generations. Together, we are embarking on a journey where each and every one of us, individually and collectively, welcomes and celebrates individual differences.

"If you are looking for big, global challenges, IS is the place to come. ABB’s portfolio includes some of the most advanced power and productivity products and systems in the world. To help us work more efficiently, you need to understand the power and potential of information technology. If you have the energy, discipline and intellectual firepower to succeed, you will find almost limitless opportunities to stretch your thinking, expand your horizons and build your skills as you work with talented people all over the world." In this role you will be responsible to drive in alignment with Service/Product Owners and CX teams the execution of the adoption and consumption framework for IS consumer-facing services, focusing on maximizing product/service usage and on identifying key scenarios for productivity gain.

Your responsibilities

• Accountability for the execution and operations of the adoption framework for global IS offered services with the support of Consumer Engagement functions and Service Owners.
• Performing detailed service analysis with the usage of metrics in collaboration with Service Owners and Service Performance to understand service’s consumption, make predictions and call to action through business cases for either service Adoption, Replacement or Discontinuation
• Designing and executing service adoption strategies and operational roadmap as part of Consumption Management while is accountable for implementation with the support of consumer awareness, communication, channels, and profiles.
• Assisting Consumer Success Manager in developing and refining Adoption campaigns targeting existing and new consumers. Also be the Lead Specialist for servicing consumers needs around adoption initiatives.
• Collaborating closely with the Service Adoption Process Lead and Service Awareness & Communication team to propose, co-design and implement adoption strategies that should increase service consumption.
• Meeting or exceeding the Consumer Engagement department’s global Key Performance Indicators (KPIs) and other metrics in alignment with the Consumer Service Performance department aiming to measure the efficiency and effectiveness of the department’s consumer-facing services, interaction models, and consumption and adoption management strategy.
• Fostering a strong partnership with GBS IS functions, Businesses as well as 3rd party suppliers based on proactiveness, speed, trust and empathy, and using VOC from Consumer Service Performance and other services from Consumer Engagement organization to build business cases that drive service strategic actions as well as consumer-centric adoption roadmaps.
• Developing and maintaining of appropriate IS capabilities within the Service Adoption and Consumption department, ensuring alignment to agreed goals and compliance with ABB policies, procedures, standards and controls.
• Living ABB’s core values of health, safety and integrity, which means taking responsibility for your own actions while caring for your colleagues and the business.

Your background

• Bachelor’s Degree in Computer Science or a related discipline. Additional Master’s Degree in Information Systems Management/Marketing/MBA preferred.
• Above 7 years of experience in implementing service adoption and consumption programs.
• Above 5 years of experience in roles connected to Product Management and Consumer Experience (CX) of IT solutions.
• Minimum of 2 years in Product Marketing
• ITIL 4 foundation certification is a must.

More about us

Interested in joining our team in this role? If so, we look forward to receiving your application via our online careers tool. Please submit your CV and motivation letter in English – documents in other languages will not be reviewed. HQ Talent Acquisition, ABB Asea Brown Boveri Ltd. Let’s write the future. Together. www.abb.com/careers We reserve the right to withdraw this posting at any time.